You order a chandelier online. The chandelier arrives on time and looks lovely in the hall. You feel good about the deal.
Eight months later, one holder stops working. You open the app to find the seller. The listing is gone. The seller’s page is empty. The box in your loft names a brand, but no address.
Now you ask the real question. Who fixes this light?
India has a law for this moment: the Consumer Protection (E-Commerce) Rules, 2020. Below, you will see what those rules make a seller show you. You will also see what they miss, and five checks to run before you pay.
The short answer
The Consumer Protection (E-Commerce) Rules, 2020 make online sellers show their name, address, country of origin and warranty details. The rules do not set a minimum warranty, and they do not ask anyone to keep spare parts. So buy from a maker who names itself, keeps spares for 10+ years and answers a complaint within 24 business hours.
What the e-commerce rules 2020 really say
Online shopping complaints have grown fast. The rules are the government’s answer. Here are the key figures.
- 23 July 2020: the government notified the Consumer Protection (E-Commerce) Rules, 2020.
- 48 hours: the time a platform’s grievance officer gets to say “we received your complaint”.
- 1 month: the time that officer gets to settle your complaint.
- 37,062 to 1,70,585: the average monthly complaints at the National Consumer Helpline, from 2017 to 2025, per PIB.
- 39,965 of 67,265: the refund cases from e-commerce, out of all refund cases the helpline closed from 25 April to 26 December 2025.
- 1 January 2027: the date new amendment rules start, which add importer details for imported goods.
Start with the growth in complaints. Divide 1,70,585 by 37,062. The answer is 4.6. So the helpline now gets 4.6 times as many complaints each month as it did in 2017.
Online shopping leads the list. In those 8 months of 2025, the helpline got refunds in 67,265 cases. 39,965 of them were against e-commerce. Divide one by the other and you get 59.4%. So about 6 in every 10 refund cases came from online shopping. E-commerce buyers got back ₹32 crore of the ₹45 crore refunded, or 71% of the money.
The 2020 rules ask the platform to show each seller’s business name, address and customer care number. The rules also ask the seller to state the country of origin. The platform must also show return, refund, warranty and delivery details.
An older rule helps too. Since 1 January 2018, the Legal Metrology rules have asked online shops to show the details printed on a pack. Those details include who made, packed or imported the product. For an import, the country of origin must also show.
Now the gap. The rules ask sellers to show the warranty they offer. The rules do not say how long that warranty must be. The rules also say nothing about spare parts. A seller can follow every line of the law and still leave you with no spare holder in year two.
How to check it yourself
The law makes the seller show you most of what you need. You only have to read it. Use these five checks on any listing.
- Find the “Country of Origin” line. The rules require it, so a missing line is a warning sign.
- Find the maker’s or packer’s full address. A real address has a plot number, a city and a 6-digit PIN code.
- Read the warranty line. Note the number of months and who gives it: the seller or the maker.
- Read the material line. “Metal” names nothing. “304 stainless steel” names a grade you can check.
- Ask the seller, “Can I buy one spare holder in 10 years?” Save a screenshot of the listing and the answer.
We ran these checks on 22 October 2026. We read 10 chandelier pages on one large Indian furniture website. All 10 showed India as the country of origin and gave a full packer address. All 10 listed the material only as “Metal”. None of the 10 product pages named a metal grade, a warranty period or spare parts.
Side by side
| What you care about | JagMag (maker selling direct) | Online seller or big-box site |
|---|---|---|
| Who made it | JagMag Lights Pvt. Ltd., Kasna, Greater Noida | Read the maker and packer address |
| Country of origin | India, in the spec table | Required by law; 10 of 10 pages showed it |
| Metal named | 304 stainless steel | “Metal” on 10 of 10 pages we read |
| Warranty | Lifetime on rust; 1 year on built-in LEDs | Varies; the site we read offers 1 year in general |
| Spare parts | 10+ years | Not mentioned on 10 of 10 pages |
| Complaint reply | Reference number in 24 business hours | Platform officer: 48 hours, then 1 month to settle |
Where the other side is better
Big furniture sites are quick. Wooden Street, the site we read, showed “Ships in 2 Days” on 6 chandelier cards. Our in-stock lights dispatch in 4 working days.
The same site promises a one-year warranty in general. We do not offer a general product warranty. We offer only two: a lifetime rust warranty on stainless steel parts and a 1-year warranty on built-in LEDs. If a broad warranty matters most to you, the big site gives you more.
What we do at JagMag
JagMag Lights is a decorative lighting manufacturer in Greater Noida, Uttar Pradesh. We make lights in our own factory, and we sell them to you directly. The maker and the seller are the same company, with one address: Site 5, Industrial Area, Kasna, Greater Noida 201308.
Our Legal Policies name a Grievance Redressal Officer. You get a reference number within 24 business hours. We review your case within 15 days and reply in writing within 30 days. The 2020 rules give a platform 48 hours for that first reply.
Take our crystal ceiling chandelier. Its spec table names the brand, the country of origin and the material: K9 crystal on a 304 stainless steel frame. 304 stainless steel is the same grade as a good kitchen sink. The chandelier comes in 6 sizes, from 1.5 to 4 feet across, with E14 holders. Bulbs are not included; fit 3000K warm-white LEDs.
We count our own pages too. On 22 October 2026, 337 of our 408 product pages named 304 stainless steel. The other pages are mostly stone, glass or fabric pieces, or parts with no metal in them.
We make every part ourselves, in our own Greater Noida factory, since 2015. So one broken holder does not mean a new light. You can buy chandelier spare parts on their own, and our team guides your electrician on a free video call.
Warm light over the place where a family gathers is something Vastu has long valued. Browse our crystal chandeliers, or see our CE, UL and ZED marks on the certifications page.
For more, read what a chandelier warranty really covers, and how a lighting manufacturer differs from a trader.
FAQs
What are the Consumer Protection (E-Commerce) Rules, 2020?
The Consumer Protection (E-Commerce) Rules, 2020 are rules for online sellers and platforms, notified on 23 July 2020. They require seller details, country of origin, warranty and return information, and a grievance officer for complaints.
How long does an online platform get to answer my complaint?
The platform’s grievance officer must acknowledge your complaint within 48 hours. The officer must then settle it within 1 month of receiving it.
Do the e-commerce rules require a minimum warranty?
No. The rules ask sellers to show the warranty they give, but they set no minimum period. In our read of 10 chandelier pages on 22 October 2026, none stated a warranty period on the product page.
What changes on 1 January 2027?
New amendment rules start on 1 January 2027. Platforms must then show importer details and the country of origin for imported goods, plus return, warranty and delivery details.
Where do I complain if an online seller disappears?
Call the National Consumer Helpline on 1915, or register online. The helpline takes complaints in 17 languages and averaged 1,70,585 complaints a month in 2025.
Nature gives the material. Human hands give it meaning. Vastu inspires harmony. Light brings it to life. That is JagMag.
Shop chandeliers straight from the people who make them. Not sure which one fits? Video-call us before you buy.
Sources
- Consumer Protection (E-Commerce) Rules, 2020, G.S.R. 462(E), 23 July 2020 (gazette copy, PRS India) (Rules 4(5), 5(3), 6(5)). Read 22 October 2026.
- PIB, “Government amends E-Commerce Rules to strengthen consumer protection and promote transparency”, 10 September 2026. Read 22 October 2026.
- Legal Metrology (Packaged Commodities) Amendment Rules, 2017, in force 1 January 2018 (Rule 6(10)). Read 22 October 2026.
- PIB backgrounder, “National Consumer Helpline: India’s Frontline of Consumer Protection”, October 2025 (37,062 in 2017 to 1,70,585 in 2025; 17 languages; 1915). Read 22 October 2026.
- PIB, National Consumer Helpline refunds, 27 December 2025 (67,265 grievances, ₹45 crore; e-commerce 39,965, ₹32 crore). Read 22 October 2026.
- Our study, 22 October 2026: 10 chandelier product pages on woodenstreet.com (category page, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10).